Call Transfers

Call Transfers

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Call Transfers

Call transfers tend to be a normal part of almost any call center interaction.  If the transfer is the result of the caller contacting the wrong department, then it makes sense that at some point the customer be routed to the correct team.  However, all too often, callers tend to find themselves in a never ending loop of unnecessary handoffs related to poor training.

While inadequate training may not always be the culprit (some reps may transfer calls as a way to shorten their handle time), it can often be at the root of the problem.  if reps are not properly trained on listening and analytical skills, they can misunderstand the needs of the caller and send them on their way to a wrong extension.

What normally ensues, once a bad transfer is made, is a back-and-forth tennis match between various agents with the customer as the ball.  In the process not only does the customer usually lose patience, but ill will between team members grows.  As the reps transfer the customer to each other thinking that the person on the receiving end is simply not doing their job, the seeds of future feuds are usually sown .

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